I'm going to point people here in the future...
... it's all common sense, problem is, common sense isn't always that common.
DYPII questions! http://www.forbes.com/sites/micahsolomon/2013/10/22/speaking-the-language-of-customer-service-recovery/
Any list of things has to be good too - http://www.techrepublic.com/blog/10-things/10-things-help-desk-techs-can-do-to-improve-service/
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